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The Panel:

Racheal Barraclough, Service Manager at Amton Auto & Truck. She started at Amton July 2010 without a real job title. She had gone from cleaning and answering the phones to being able to run the shop herself. The best part about the job is that it is always changing and there is so much opportunity for her to grow within the company.

Chris Johnson, Service Manager at Total Automotive. He loves bringing customers up to speed on modern vehicle systems and maintenance needs. Explaining the value of premium parts vs cheapest fix, making sure they get their money’s worth is one of the many customer services Chris always carry.

 

Nick Herberger, Service Manager at Scruggs Automotive. Scruggs Automotive Repair has been providing quality car care in Williamsville, NY since 1981. It is a family owned business delivering honest and professional automotive repair and auto maintenance services to the people of Williamsville and surrounding areas. Nick started as a detailer/car wash at Dave Smith Ford before becoming a Flat Rate Tech at Firestone Complete Auto Care. He has experience as a truck tech before becoming the Shop Manager at Scruggs.

 

Key Talking Points:

  • Trust. Never let your priorities change.
    • When the customer greatly appreciates the job you did for them.
  • All service business has an image problem. Trust helps to remove the negative image issue at your shop.
  • Never ‘Think Outloud’
  • Communication is one of the biggest responsibilities. The SA knows they are the hub of the communication wheel: Technician, Customer, Owner.
  • A disadvantage of being a technician who is now a service adviser is you overcomplicate things to the customer.
  • Female service advisors are becoming the norm.
    • The female customers are very comfortable.
    • Owners need to support their female service adviser.   
  • A big hurdle of service advisers is to get the owner to back off and support the SA as the point person.
    • Many legacy customers want to talk to the owner. The owner needs to pass the torch with customers.
  • Curb appeal is so important to attract the right customer.
  • Trusting your technician is critical to a strong relationship. Tech and SA must be on the same page. All recommendations must be real.

 

Resources:

  • Thanks to Racheal Barraclough,  Chris Johnson, and Nick Herberger for their contribution to the aftermarket’s premier podcast.
  • Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers.
  • Leave me an honest review on iTunes. Your ratings and reviews really help and I read each one of them.

 

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Join us in Las Vegas, April 6-9, 2020!  Contact your NAPA AUTO PARTS store today to reserve your package for this can’t miss event. Enrollment is going on now.

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  • Have you checked out Joe's Latest Blog?

         0 comments
      It always amazes me when I hear about a technician who quits one repair shop to go work at another shop for less money. I know you have heard of this too, and you’ve probably asked yourself, “Can this be true? And Why?” The answer rests within the culture of the company. More specifically, the boss, manager, or a toxic work environment literally pushed the technician out the door.
      While money and benefits tend to attract people to a company, it won’t keep them there. When a technician begins to look over the fence for greener grass, that is usually a sign that something is wrong within the workplace. It also means that his or her heart is probably already gone. If the issue is not resolved, no amount of money will keep that technician for the long term. The heart is always the first to leave. The last thing that leaves is the technician’s toolbox.
      Shop owners: Focus more on employee retention than acquisition. This is not to say that you should not be constantly recruiting. You should. What it does means is that once you hire someone, your job isn’t over, that’s when it begins. Get to know your technicians. Build strong relationships. Have frequent one-on-ones. Engage in meaningful conversation. Find what truly motivates your technicians. You may be surprised that while money is a motivator, it’s usually not the prime motivator.
      One last thing; the cost of technician turnover can be financially devastating. It also affects shop morale. Do all you can to create a workplace where technicians feel they are respected, recognized, and know that their work contributes to the overall success of the company. This will lead to improved morale and team spirit. Remember, when you see a technician’s toolbox rolling out of the bay on its way to another shop, the heart was most likely gone long before that.
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